Business challenge

A major equipment leasing company faced inefficiencies in its billing process, resulting in the receipt of fewer inputs leading to higher estimates alongside sub-optimal yields. Genpact was engaged to optimize the consumption, diagnostic and status data acquisition process and specifically address the following:

Inaccurate consumption data acquisitions resulting in a greater number of estimations (approximately 26%)

Too many hand-offs and process gaps throughout the process

High degree of manual processing across all 9 channels

Increased turnaround-time (TAT) of more than 70 days because of large volumes of inbound customer complaints